Elegant Themes, Inc.

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** ***
Contact Email: ***@elegantthemes.com
Hello,
I apologize for the troubleIt looks like this was a fraudulent chargeI would suggest requesting a chargeback from your credit card company
since your credit card has been compromisedIf you have further questions you can email us at ***@elegantthemes.comI can provide you with any information you need regarding the fraudulent transaction

Initial Business Response /* (1000, 5, 2015/07/01) */
The account was refunded on June 30thThe customer should see the funds back in their account in 3-business days

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** ***
Contact Email: ***@elegantthemes.com
Hello,
I apologize for the troubleIt looks like this was a fraudulent chargeI would suggest requesting a chargeback from your credit card company since your
credit card has been compromisedIf you have further questions you can email us at ***@elegantthemes.comI can provide you with any information you need regarding the fraudulent transaction

Initial Business Response /* (1000, 5, 2015/01/15) */
The charge in question for the renewal was refunded via PayPal
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

20% off is only for our Developer subscriptionThis is detailed in the discount page here: ***
The lifetime package is not highlighted and therefore the discount only applies to the middle package

Initial Business Response /* (1000, 10, 2014/03/07) */
Hello,
Sorry for the troubleCould you provide me with your Elegant Themes username? I can make sure you are refunded
Initial Consumer Rebuttal /* (3000, 12, 2014/03/18) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
I apologize that I do not know our elegant Themes usernameThe person that created the account is no longer employed with our organizationIs there another way for your to facilitate the refund?
Final Business Response /* (4000, 24, 2014/04/02) */
I have located the transactionThe refund has been sentSorry for the trouble
Final Consumer Response /* (4200, 16, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Email sent 3/20/with requested information from *** ***

Initial Business Response /* (1000, 5, 2014/10/14) */
The charge was refundedThe customers account was also removed completely
Initial Consumer Rebuttal /* (2000, 7, 2014/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded my money
and they said they have removed the account so that this NEVER happens again(years in a row!) They acted fast enough that I did not receive any overdraft charges on my accountFor these reasons, I accept their response and file this as resolvedI sincerely hope that I will NOT have to go through this again next year

Final Consumer Response /* (2000, 6, 2016/02/16) */
Elegant Themes provided a refund promptly on Feb I probably really didn't need to open a case with Revdex.com, it's just that it really irritated me that this is the second time this has happenedThey auto-billed me last year after I had
canceled, and they promptly refunded my moneyAnd they did it again this yearI haven't used their product for over yearSo I'm thinking that on Feb of I'll have to see if they auto-bill me again:-)

Initial Business Response /* (1000, 5, 2015/06/01) */
I apologize for the troubleYour emails were marked incorrectly by our ticketing systemYour account is now active and up to date at lifetimeWe are investigating the problem with our ticketing system on our end
Initial Consumer Rebuttal
/* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WAS GIVEN A LOGIN AND PASSWORDSTILL DOES NOT WORK
Final Business Response /* (4000, 9, 2015/06/10) */
We have emailed the customer directly to troubleshot this account issueFrom our end the account is activeIf we could get a response from the customer via email we can surely get this resolvedI do apologize for the ongoing troubleWe do want to make this right

Final Consumer Response /* (2000, 6, 2016/02/16) */
Elegant Themes provided a refund promptly on Feb 11. I probably really didn't need to open a case with Revdex.com, it's just that it really irritated me that this is the second time this has happened. They auto-billed me last year after I had canceled,...

and they promptly refunded my money. And they did it again this year. I haven't used their product for over 2 year. So I'm thinking that on Feb 10 of 2017 I'll have to see if they auto-bill me again... :-)

Initial Business Response /* (1000, 5, 2014/07/16) */
Hello,
Sorry for the trouble. The refund was initiated by our payment gateway. Can you please verify on your banks end that you have received the refund for $69. It was refunded the the following card. XXXX3547.
Initial...

Consumer Rebuttal /* (2000, 7, 2014/07/29) */

Initial Business Response /* (1000, 5, 2015/05/12) */
Hello,
We apologize for the error, and as detailed in our email conversations, all of the payments that were made in error have been refunded.
Please let us know if you have any further questions or concerns.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/05/12) */
company contacted me and assured me again that my account was cancelled. Paypal did decide in my favor. The problem is that all of this happened the exact same way the past three years. I have zero confidence that my account has actually been cancelled.

Initial Business Response /* (1000, 5, 2015/06/01) */
I apologize for the trouble. Your emails were marked incorrectly by our ticketing system. Your account is now active and up to date at lifetime. We are investigating the problem with our ticketing system on our end.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WAS GIVEN A LOGIN AND PASSWORD. STILL DOES NOT WORK.
Final Business Response /* (4000, 9, 2015/06/10) */
We have emailed the customer directly to troubleshot this account issue. From our end the account is active. If we could get a response from the customer via email we can surely get this resolved. I do apologize for the ongoing trouble. We do want to make this right.

Elegant Themes has been providing [redacted] our website design division exceptional content and support for the past five years. Their products and services are used in our website design end user website which has helped us grow our website design business during that timeframe. I highly recommend them if you are a website designer and want to utilize some of the most elegant wordpress themes for your clients.

Their DIVI product has evolved into one of the most well thought out, and easy to use Responsive Website design solutions Wordpress website designers. We have begun to use it extensivly since its flexibility is exceptional. --[redacted]

Elegant Themes provides exceptional WordPress themes and plugins at a great price. I am glad to be part of Elegant Themes.

Final Consumer Response /* (2000, 8, 2015/10/19) */
My complaint was handled well and I was refunded the money which was debited off my account, in full. Thank you

Initial Business Response /* (1000, 5, 2015/05/12) */
Hello,
We apologize for the error, and as detailed in our email conversations, all of the payments that were made in error have been refunded.
Please let us know if you have any further questions or concerns.
Initial...

Consumer Rebuttal /* (2000, 7, 2015/05/12) */
company contacted me and assured me again that my account was cancelled. Paypal did decide in my favor. The problem is that all of this happened the exact same way the past three years. I have zero confidence that my account has actually been cancelled.

Complaint: [redacted]I am rejecting this response because: It is only making the clarification that the email should have made. It does not address the fact that practiced false advertising. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/08/07) */
Hello,
We did respond to your initial email regarding the trouble you have had with our theme. I do apologize for the problems encountered however we cannot be help liable for any work done to our themes by a 3rd party developer. When...

purchasing a membership to our site you did agree to our terms which contains a limitation of liability. You can see theme here: http://www.elegantthemes.com/terms.html
Our support staff can definitely assist you with any problems you are having with the theme but we do not provide customization services.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did not respond to my follow up and hence this matter was raised to Revdex.com.
My company had the best developers work on this site. They followed the guidelines on customizations. The issue is with your product, not the customizations done by the web developers.
If your product were working correctly, small businesses would not need to rebuild customizations after you issue software updates.
Final Business Response /* (4000, 9, 2014/08/13) */
We do have an email history showing we did respond to your messages. We can offer you a full refund on your Elegant Themes account. I would just need you to email [redacted]@elegantthemes.com with your Elegant Themes username. We cannot compensate you for work done by a 3rd party as we are not liable for this.
Final Consumer Response /* (4200, 11, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you. The proposal doesn't help all that much because the third party that built the site has a developer's license directly with Elegant Themes. Under the terms of that license, as their client, my company was not required to purchase a license.